Lead, Customer Support
New
C
CloudbedsHospitality technology
Remote – ThailandFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Communicate confidently in both Thai and English, written and spoken
- Experience
- 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
- Required Skills
- People ManagementJiraZendeskCustomer support
Requirements
- Bring 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
- Have experience managing daily Support operations, team performance, coaching, and employee development.
- Have experience in a fast-paced SaaS, software, or technology support environment.
- Demonstrate strong technical troubleshooting skills, including investigating complex customer issues and identifying possible product defects.
- Have experience using Zendesk or similar ticketing platforms to manage workflows and monitor performance.
- Use analytical skills to interpret Support metrics and identify opportunities to improve efficiency, quality, and customer satisfaction.
- Demonstrate customer communication, conflict resolution, and escalation-management skills.
- Communicate confidently in both Thai and English, written and spoken.
- Show leadership, coaching, interpersonal, organizational, and prioritization skills.
- Be comfortable working independently and leading a remote team.
- Optional: experience in hospitality or hospitality technology, and familiarity with PMS, Channel Managers, Booking Engines, or Revenue Management Systems.
- Optional: experience with JIRA, Salesforce, or similar technical escalation and CRM tools.
Responsibilities
- Lead, coach, and develop Thailand Customer Support Coaches across tickets, phone calls, and live chat.
- Build team capability through regular one-to-ones, performance reviews, coaching, and professional development planning.
- Monitor CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality.
- Oversee daily support operations, ticket distribution, staffing coverage, and workload management.
- Manage complex customer escalations and guide technical troubleshooting, customer communication, and de-escalation.
- Coordinate with global Support leadership and technical teams during system incidents or outages.
- Support investigation of technical issues, bug reproduction, documentation, and case escalation through JIRA or other internal tools.
- Review customer feedback, ticket quality, and recurring issues to improve coaching and customer experience.
- Use support data and customer feedback to identify operational challenges and lead process improvements.
- Partner with Account Management, Onboarding, Product, Engineering, and Operations to improve issue resolution and customer experience.
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